Customer Service: Link to the Baldrige Criteria

Customer Service: Link to theBaldrige Criteria

The relationship between attitudeand customer service.

Presented by: Mike Rudis

DMS Training Administrator

BACKGROUND

• Quality Roots– Quality Trainer• Quality Awareness• Teams and Tools• Quality Facilitator Program

– Strategic Planning Consultant• Dover Downs• Department of Health and Social Services• Local Area Businesses

– Facilitator

AGENDA

• ATTITUDE– RELATIONSHIP TO THE CUSTOMER SERVICE

AS IT REFERS TO THE BALDRIGE CRITERIA– REASONS FOR POOR ATTITUDE IN STATE

GOVERNMENT– HOW YOU CAN FOSTER AN ENVIRONMENT

OF QUALITY CUSTOMER SERVICE– HOW YOU CAN HELP YOUR EMPLOYEES

DEVELOP A POSITIVE ATTITUDE

BALDRIGE NATIONAL QUALITY PROGRAM

1. Leadership2. Strategic Planning3. Customer and Market

Focus4. Measurement,

Analysis, andKnowledgeManagement

5. Human ResourceFocus

6. Process Management

Seven Categories

1000 points

BALDRIGE NATIONAL QUALITY PROGRAM

• CATEGORY 3:– Customer Market and Focus• 3.1 Customer and Market Knowledge: How do

you use customer and market knowledge? (40pts.)

• 3.2 Customer Relationships and Satisfaction:

How do you build relationships and growcustomer satisfaction and loyalty? (45 pts.)

3.2 Customer Relationships andSatisfaction

CUSTOMER Relationship Building

1. How do you build relationships to acquirecustomers, to meet and exceed theirexpectations, to increase loyalty and repeatbusiness, and to gain positive referrals?

2. How do your key access mechanisms

enable customers to seek information,conduct business, and make complaints?

3.2 Customer Relationships andSatisfaction

CUSTOMER Relationship Building

1. How do you manage customer complaints?How do you ensure that complaints areresolved effectively and promptly? How doyou minimize customer dissatisfaction and,as appropriate, loss of repeat business?

2. How do you keep your approaches tobuilding relationships and providingcustomer access current with business needsand directions?

3.2 Customer Relationships andSatisfaction

CUSTOMER Satisfaction Determination

1. How do you determine customersatisfaction, dissatisfaction, and loyalty?

2. How do you follow up with customers on

the quality of products, services, andtransactions to receive prompt andactionable feedback?

3.2 Customer Relationships andSatisfaction

CUSTOMER Satisfaction Determination

1. How do you obtain and use information onyour customers’ satisfaction relative totheir satisfaction with your competitors,other organizations providing similarproducts or services, and/or industrybenchmarks?

2. How do you keep your approaches to

determining satisfaction current withbusiness needs and directions?

WHO

CARES? Facilities

Pensions

WE

DO! Facilities

Pensions

Think of the last timeyou had a poor

customer serviceexperience… what wasthe reason for the poor

service?

AT

TI

T

U

D

E

IT ALL BOILSDOWN TO…

68% OF YOUR CUSTOMERSWILL BAD MOUTH YOUBECAUSE THEY FEEL YOUHAVE A BAD ATTITUDE

WHO ARE OUR CUSTOMERS?

EXTERNAL INTERNAL

DO WE TREAT OUR INTERNAL CUSTOMERS ANY DIFFERENTLY THANOUR EXTERNAL CUSTOMERS?

SHOULD WE TREAT OUR INTERNAL CUSTOMERS ANY DIFFERENTLYTHAN OUR EXTERNAL CUSTOMERS?

Experts say that communication is composedof different methods: words, voice, and toneand non-verbal cues. Of these, some are moreeffective in delivering a message than others. According to research, in a conversation orverbal exchange:

ATTITUDE ON DISPLAY

WHAT YOU SAY IS _____% EFFECTIVEHOW YOU SAY IT IS _____% EFFECTIVENON-VERBAL CUES ARE % EFFECTIVE

Source: Anthony Robbins’ “Sales Mastery Course "

Top 5 Excuses for Poor Customer ServiceAttitudes

1. APATHY2. WE’VE ALWAYS DONE IT THIS WAY…3. THAT WON’T WORK HERE4. IF IT AIN’T BROKE; DON’T FIX IT5. PEOPLE DON’T KNOW WHAT THEY

WANT

“If we treat them right, they’ll keep coming back.”

The impact you can have on a customer isimmeasurable and often underestimated

– Consider the customer…• Who just had an argument with a loved one• Who lost his/her job• Who doesn’t feel well• Who is under pressure at work• Who’s most positive interaction today may

be with you – either directly or indirectly

ATTITUDE – Your Customers

OLD CUSTOMER SERVICE ATTITUDE: GOLDENRULE

DO UNTODO UNTOOTHERS, AS YOUOTHERS, AS YOU

WOULD HAVEWOULD HAVETHEM DO UNTOTHEM DO UNTO

YOUYOU

NEW CUSTOMER SERVICE ATTITUDE: PLATINUMRULE

TREAT YOURTREAT YOURCUSTOMERS ASCUSTOMERS AS

THEY WOULDTHEY WOULDLIKE TO BELIKE TO BETREATEDTREATED

How Do You Foster An Attitude of QualityCustomer Service?

• Listen to your customers• Talk to your employees• Training• Reinforce during meetings• Focus Groups• MBWA• Lead by example

L NT

I S E

L N T

IS E

WHAT DO THESE TWO WORDS HAVE IN COMMON?

– We all have bad days. It’s a fact of life. So how do you help your employeescheck their poor attitudes?

• Give a coworker a quick attitude break whenit’s obvious he/she is having a tough time.

• Give your coworker the opportunity to “vent”while offering encouragement and positivefeedback. (Don’t get on their band wagon.)

How To Help Your Employees Develop APositive Attitude

TEACH THEM…

1. Choose positive thinking friends.2. See problems as challenges andopportunities.3. Say "I Can" more than "I Can't".4. Expect good things to happen.5. Find the good in any situation.6. Stop worrying/ Start enjoying.7. Look for the good in others.8. Live a healthy lifestyle.9. Picture yourself a WINNER!10. Focus on your best qualities.

How To Help Your Employees Develop APositive Attitude

TEACH THEM…

FINALLY…

IT TAKES 12 POSITIVECUSTOMER SERVICE

INTERACTIONS TO MAKEUP FOR ONE NEGATIVE

INCIDENT.

REVIEW

ATTITUDE– RELATIONSHIP TO THE CUSTOMER SERVICE

AS IT REFERS TO THE BALDRIGE CRITERIA– REASONS FOR POOR ATTITUDE IN STATE

GOVERNMENT– HOW YOU CAN FOSTER AN ENVIRONMENT

OF QUALITY CUSTOMER SERVICE– HOW YOU CAN HELP YOUR EMPLOYEES

DEVELOP A POSITIVE ATTITUDE

WHATQUESTIONS

DO YOUHAVE?

ACTION PLAN!

THANKYOUFOR

COMING